Case Study: Viasat achieves a 74% increase in handled call conversion rate and saves 452 agent hours per week with Invoca

Using Invoca Active Conversation Intelligence to Gain Full Marketing Visibility, Manage High Call Volumes, and Drive More Qualified Leads

Viasat, a leading satellite broadband provider for rural homes, businesses, government and airlines, shifted heavily into digital marketing and saw COVID-driven call volumes spike. The surge brought many unqualified callers and exposed gaps in campaign-to-call attribution, overwhelming call centers, increasing hold times, and making it hard to identify which ads drove sales.

By implementing Invoca Active Conversation Intelligence and integrating it with Google Ads, Facebook and other systems, Viasat gained full visibility from impression to order and used IVR ZIP routing, lookup tables and advanced call routing to deflect unqualified callers and prioritize high-value leads. The changes drove a 74% increase in handled-call conversion rate and saved 452 contact-center hours per week (about 11 full-time agents), while improving marketing ROI.

Viasat

David Salcido

Director of Digital Marketing